Braze - Manager, Customer Support
Requirements
• Leadership Background: Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS environment. • Leadership Background: • People & Culture Champion: Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative, growth-oriented team culture. • People & Culture Champion: • Escalation & Case Management: Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case management and knowledge-centered support processes. • Escalation & Case Management: • Metrics & Process Driven: Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support workflows. • Metrics & Process Driven: • Tools & Systems: Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk). • Tools & Systems: • Communication Skills: Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to both technical and executive audiences. • Technical Familiarity (Plus): Exposure to HTML, CSS, JavaScript, APIs, SQL, or tools like Postman, Snowflake, and Kibana is a plus. • Technical Familiarity (Plus): • Workplace: Ability to work a hybrid schedule from the São Paulo office. • Workplace:
Responsibilities
• As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support specialists committed to fostering strong post-sale technical relationships with our customers. You will ensure your team consistently hits their KPIs, conduct regular 1:1s, deliver actionable feedback, map career development paths, and set and review team OKRs. You will proactively address performance, champion talent growth, and lead hiring and onboarding for the local team. • People Leadership & Development: Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving continuous technical and professional development. • People Leadership & Development: • Operational & KPI Excellence: Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first response, and resolution times) meet and exceed target benchmarks. • Operational & KPI Excellence: • Escalation Management: Act as a critical escalation point for complex technical customer issues, driving root-cause resolution while keeping internal and external stakeholders aligned. • Escalation Management: • Cross-Functional Collaboration: Partner with global support leaders, Customer Success, Product, and Engineering across multiple regions and time zones to streamline processes and advocate for team standards. • Cross-Functional Collaboration: • Process & Knowledge Sharing: Drive documentation accuracy, process standardization, and knowledge-centered support (KCS) practices across the regional and global support teams. • Process & Knowledge Sharing:
Benefits
• Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment. • From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as: • Competitive compensation that may include equity • Retirement and Employee Stock Purchase Plans • Flexible paid time off • Comprehensive benefit plans covering medical, dental, vision, life, and disability • Family services that include fertility benefits and equal paid parental leave • Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend • A curated in-office employee experience, designed to foster community, team connections, and innovation • Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching • Employee Resource Groups that provide supportive communities within Braze • Collaborative, transparent, and fun culture recognized as a Great Place to Work® • Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences. • The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. • Braze was also named a 2025 Best Companies To Work For by U.S. News and World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. • The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.
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